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PNB escalation matrix: complain to the Principal Nodal Officer

Your complaint is stuck. Here is who is above customer care at PNB, how many days each level gets, and the letter to send next.

Free English & हिन्दी Checked 9 Nov 2026
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The ladder

  1. Level 1 — the bank itself. Complain at the branch, on the bank’s complaint form or customer care (1800 1800, 1800 2021 (toll-free); care@pnb.bank.in), and keep the complaint / ticket number. PNB’s complaint page.
  2. Level 2 — the nodal / grievance officer for your area, if the first answer does not solve it. Details are on the same page.
  3. Level 3 — the Principal Nodal Officer (PNO), the senior officer RBI makes every bank appoint:
    Email: pno@pnb.bank.in
    Phone: +91 124 4126244
    Principal Nodal Officer, General Manager, Customer Care Centre, Punjab National Bank, Plot No. 5, Institutional Area, Sector-32, Gurugram (Haryana) 122001
  4. Level 4 — the RBI Ombudsman (free): if there is no reply in 30 days, or the reply does not solve it, file at cms.rbi.org.in within 90 days. Check your dates · write the RBI complaint.

Contacts from PNB’s own grievance page, read on 9 Nov 2026. They change — if one bounces, tell us with the feedback box below.

Your complaint so far

What happened

Your details

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Open my case file

Email it to the officer (button below) or print, sign and post it. Keep a copy.

Why this works

Most people stop at customer care. The officers above are the levels the rules require — RBI makes every bank publish its Principal Nodal Officer, and the RBI Ombudsman only takes your complaint after the bank has had its chance. Writing to them, with your complaint number, is often what gets a complaint taken seriously.

Not legal advice. For large amounts or a court case, see a lawyer; your district legal services authority gives free legal aid if you qualify.

Complaint Karo: all complaint tools

Kaise use karein

  1. Fill in your complaint date and number.
  2. See where you stand and your next date.
  3. Send the letter by email or post. Keep a copy.

Kaise kaam karta hai

Customer care ke upar bhi log hote hain. Nodal officer, Principal Nodal Officer, phir RBI Ombudsman — unka email, phone aur chitthi yahan hai.

Questions people ask

What is the PNB escalation matrix?
Branch or customer care first; then the nodal / grievance officer; then the Principal Nodal Officer (pno@pnb.bank.in); then the RBI Ombudsman at cms.rbi.org.in.
How do I contact the PNB Principal Nodal Officer?
Email pno@pnb.bank.in, phone +91 124 4126244, or by post: Principal Nodal Officer, General Manager, Customer Care Centre, Punjab National Bank, Plot No. 5, Institutional Area, Sector-32, Gurugram (Haryana) 122001. Checked 9 Nov 2026 on the company’s own page.
When can I complain to the RBI Ombudsman about PNB?
After you complained to the bank and got no reply in 30 days, or a reply that did not solve it — and within 90 days of that date or the bank’s last reply, whichever is later (RBI FAQ on RB-IOS 2026).

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